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The Register of Regulated Qualifications

View Unit : Demonstrate understanding of customer service

Unit
Unit Reference Number
K/601/1622
Qualification Framework
QCF
Title
Demonstrate understanding of customer service
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Date of Withdrawal
SSAs
15.2 Administration
Unit Grading Structure
Pass
Assessment Guidance

The assessment and quality assurance requirement for this unit provides evidence towards A and V units.

Learning Outcomes and Assessment Criteria
Learning Outcome - The learner will:Assessment Criterion - The learner can:
1

Follow their organisation’s accepted customer service language

1.1

. communicate to customers their organisation’s service offer, how it balances organisational and customer needs and how it meets customer expectations

1.2

compare the service offers of commercial, public sector and third sector organisations and how they each meet customer expectations

1.3

. discuss with colleagues steps that team members can take to deal with different customers and different customer service situations

2

Apply customer service principles in their customer service role

2.1

follow the key policies and procedures in their organisation for the delivery of services or products

2.2

demonstrate how their organisation’s service approach and service offer fit within their own industry and differ from those of other industries

2.3

discuss with colleagues how their organisation’s ethical and value base fits with organisational needs and customer expectations

3

Understand the principles of customer service

3.1

describe how their organisation’s service offer meets customer expectations

3.2

explain how their organisation’s service offer is affected by financial and other resource limitations

3.3

identify the impact that their organisation’s service offer may have on different people in the service chain

3.4

explain how customers form their expectations of the services or products

3.5

explain the importance of effective teamwork for the delivery of excellent customer service

3.6

describe how customer service can contribute to best value in a public sector or third sector organisation

3.7

explain how customer service can provide a competitive advantage for a commercial organisation

3.8

describe why their organisation must limit the customer service it gives to balance customer satisfaction with organisational goals

3.9

explain how to deal with different customer behaviours and personalities to achieve customer satisfaction

3.10

explain the importance of effective communication in the delivery of excellent customer service

3.11

describe how they ensure their communication with diverse groups of customers is effective and efficient

3.12

describe the importance of continuous improvement within customer service

3.13

explain the key policies and procedures in their organisation for the delivery of services or products and why it is important to follow them

3.14

explain how their industry’s approach to customer service differs from the approach of another industry

3.15

outline the service offer of competitors of their organisation or any organisations offering similar services or products

3.16

describe the features and benefits of their organisation’s services or products that influence customer service delivery and customer satisfaction

3.17

explain how their organisation balances its needs with customer expectations and needs

3.18

justify the ethical and value base of their organisation’s approach to customer service

3.19

explain how their behaviour when improving customer service delivery affects the success of any changes to customer expectations and needs

Equivalent Units
There are no equivalences to display.
2.4.6.0L